How to transform your customer experience

Monday 23rd Sep 2019 @ 09:00 - 14:00

HSBC, London, 8 Canada Square, Canary Wharf, E14 5HQ

Your customers are more demanding than ever. With customer interactions being compared to the customer service of Amazon and Apple, how can you keep up?

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What is a DLF event

The Digital Leadership Forum is a membership community of innovative digital leaders from leading brands including Barclays, Unilever, Intel, Lloyds Banking Group, Pfizer, Dell Technologies, GSK and Baker McKenzie. Each month we host interactive knowledge-sharing sessions for our members where you can share experiences and gain fresh insights to drive your digital transformation strategies.

What happened at the event

Our members gathered at HSBC in Canary Wharf to hear case studies from National Express, Hermes and HSBC about how they are transforming their customer experience. 

We heard insights on customer journey mapping, chatbots, how to create a customer centric culture and user experience. Members had the chance to join speaker deep-dive groups and member round tables where they could compare their challenges and get fresh inspiration to take back to the office.

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Watch the presentations and video interviews below.

Speakers and round table leaders

Vinay Parmar

Vinay Parmar

UK Customer and Digital Experience Director

National Express

Eoin Kenneally

Eoin Kenneally

Head of CX – Digital Transformation and Insight

Hermes

Shelagh Martin

Shelagh Martin

Global Head of Customer Strategy

HSBC

Donata Peksa

Donata Peksa

Senior Customer Strategy Manager

HSBC

Parry Malm

Parry Malm

CEO

Phrasee

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